automated service kiosk (a.s.k.)

2 November 20052 November 2005 CS 410 Red Group - A.S.K.CS 410 Red Group - A.S.K. 11

Automated Service KioskAutomated Service Kiosk(A.S.K.)(A.S.K.)

CS 410CS 410Fall 2005Fall 2005

Presented by:Presented by:Jared MillerJared Miller

Scott WashburnScott Washburn

2 November 20052 November 2005


Team OrganizationTeam Organization

Janet BrunelleGeneral Manager

Mylène CoverProject Manager

Enrique PolancoResearch and Marketing

Jared MillerWeb Master

Finance

Keegan MorrisonWeb Master

Hardware Specialist

Scott WashburnSBIR Specialist

Software Specialist


A.S.K. OverviewA.S.K. Overview

Define the ProblemDefine the Problem Supporting InformationSupporting Information Define the SolutionDefine the Solution Market IdentifiedMarket Identified Risks & ConcernsRisks & Concerns Funding & SchedulingFunding & Scheduling ConclusionConclusion


Societal Problem DefinedSocietal Problem Defined

Poor customer service is a Poor customer service is a cause for low customer cause for low customer

retention.retention.


Bad Customer Experience

Anne has an old 35 mm Camera

No one to help Fails to Greet, Speak, Listen, Inform, Thank-you


Poor customer service is on Poor customer service is on the top ten list of reasons the top ten list of reasons

why businesses fail.why businesses fail.

Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]

Did you know…?Did you know…?


CRMGURU.com [http://www.rightnow.com/resource/RN_LoyaltyCRMGuru.html]

Why do customers leave? Why do customers leave?


Customer FactsCustomer Facts

After a particularly bad experience with a service provider/customer service representative, these

customers:

85

75

4

0 20 40 60 80 100

Take businesselsewhere

Complain to familyand friends

Give feedback

Customer Percentage

ITESGrads [http://www.bpoindia.org/research/customer-retention.shtml]

2004 Customer Service Survey Results [http://www.amdocs.com/documents/survey-results.html]


Why A.S.K.?Why A.S.K.?

Repeat customers spend 33% Repeat customers spend 33% more than new customersmore than new customers

It costs 6% more to sell to a It costs 6% more to sell to a prospective customer than to an prospective customer than to an existing customerexisting customer

Referrals among repeat Referrals among repeat customers are 107% greater customers are 107% greater than new customersthan new customers

Customers are 50% more likely Customers are 50% more likely to be influenced by word-of-to be influenced by word-of-mouth as opposed to adsmouth as opposed to ads

Strategiy.com [http://www.strategiy.com/feature.asp?id=20051003030433]

Stylus Systems, Inc. [http://www.outsource2india.com/services/customer_interaction_services.asp]


Problem CharacteristicsProblem Characteristics

Customers are not aware of all of their Customers are not aware of all of their optionsoptions

Customers leave when they cannot find Customers leave when they cannot find items (confusion/lack of information)items (confusion/lack of information)

Not all associates are domain expertsNot all associates are domain experts Associates difficult to find quicklyAssociates difficult to find quickly Rearranged/sale item locationRearranged/sale item location Product availabilityProduct availability


Proposed Solution Proposed Solution Defined/GoalDefined/Goal

Provide an in-store Provide an in-store customer service customer service terminal that will terminal that will

serve as an serve as an alternative source alternative source of knowledge and of knowledge and

help for consumers help for consumers with A.S.K.with A.S.K.


Solution CharacteristicsSolution Characteristics

Product ComparisonProduct Comparison MapMap Detailed Knowledge BaseDetailed Knowledge Base Terminal PlacementTerminal Placement Sales/CouponsSales/Coupons Predictive AnalysisPredictive Analysis Friendly InterfaceFriendly Interface Feedback Feedback


Functional Component Functional Component Diagram Diagram


Project ObjectivesProject Objectives

Design a friendly customer Design a friendly customer interfaceinterface

Produce interface with inventory Produce interface with inventory databasedatabase

Design and organize queries to Design and organize queries to databases for product comparisons databases for product comparisons and search analysesand search analyses

Create ability to notify customer of Create ability to notify customer of sales/couponssales/coupons


ProsPros

Average of 7% return on incremental Average of 7% return on incremental sales sales

Improve customer experience Improve customer experience 24/7 service!24/7 service! Provide efficient help alternativeProvide efficient help alternative Decreased wait timeDecreased wait time Improved response timeImproved response time Immediate gratificationImmediate gratification

Better inform customers of products Better inform customers of products availableavailable

Analyze the inquiry processAnalyze the inquiry process Keep customers, increase sales, succeed! Keep customers, increase sales, succeed!

Increased customer satisfaction = increased Increased customer satisfaction = increased salessalesKiosk Retail Kiosks [http://www.kis-kiosk.com/apps/retail-kiosk.html]


ConsCons

Complexity of administration and Complexity of administration and maintenancemaintenance

Customer reluctance Customer reluctance Associates might feel replacedAssociates might feel replaced


What our product What our product willwill do do

Compare productsCompare products Provide product specifications and Provide product specifications and

detailsdetails Analyze queries and hits/missesAnalyze queries and hits/misses Notify of stock availabilityNotify of stock availability Locate productsLocate products Notify of sales/availability of couponsNotify of sales/availability of coupons Give customers an outlet for voicing in-Give customers an outlet for voicing in-

store experiencesstore experiences


What our product will What our product will notnot dodo

Replace associatesReplace associates Collect personal information from Collect personal information from

the shopperthe shopper Act as a point-of-sale deviceAct as a point-of-sale device Have autonomous inventory Have autonomous inventory

updatesupdates


Market Defined & AnalyzedMarket Defined & Analyzed

Specialty retail stores such as:Specialty retail stores such as: Best Buy, Circuit City, CompUSA, Best Buy, Circuit City, CompUSA,

etc.etc. Office Max, Staples, etc.Office Max, Staples, etc. Beauty salon supply storesBeauty salon supply stores Military equipment storesMilitary equipment stores


Best Buy Market AnalysisBest Buy Market Analysis

Specific target market: Best BuySpecific target market: Best Buy $469 million – 2004 Yearly Net Income$469 million – 2004 Yearly Net Income 830 stores in U.S. & Canada830 stores in U.S. & Canada 21 stores in Virginia21 stores in Virginia 109,000 employees109,000 employees


Competition MatrixCompetition Matrix


Technical ComponentsTechnical Components

Touch screen monitor Touch screen monitor

ASK softwareASK software Thin clientsThin clients Inventory database interfaceInventory database interface Internal databaseInternal database

Network connectionNetwork connection

ServerServer


Process FlowProcess Flow

Anne Shopping for Camera

Anne Starts A.S.K.

Help is limited due to poor service

Main Menu

Anne Compares two cameras

A.S.K. Informs Anne

Compare Locate Find Discount


GUI ViewGUI View


GUI View (in depth GUI View (in depth example)example)


Management Methods Management Methods IssuesIssues

MeetingsMeetings CommunicationCommunication Work DistributionWork Distribution Conflict ResolutionConflict Resolution

Overall decisionsOverall decisions Balance of inputBalance of input


Work Breakdown StructureWork Breakdown Structure


RisksRisks

77 22 11

33 55

99 88 66

1010 44

## RiskRisk MitigationMitigation11 Database Database

availability/integrationavailability/integrationEffective interface & Effective interface & provision of alternate provision of alternate database if neededdatabase if needed

22 Real-time lookup speedReal-time lookup speed Increased bandwidth, Increased bandwidth, tuned databasetuned database

33 Complexity of Complexity of maintenancemaintenance

Increase system stabilityIncrease system stability

44 Inaccurate retrieved Inaccurate retrieved datadata

Add level of data Add level of data verificationverification

55 Server loadServer load Backup serverBackup server

66 Competition meets Competition meets needsneeds

Do it faster!Do it faster!

77 Unforeseen testing Unforeseen testing expensesexpenses

Alternate sources of Alternate sources of fundingfunding

88 Customer acceptanceCustomer acceptance Make it easy to useMake it easy to use

99 Network downtimeNetwork downtime --

1100

Power outagesPower outages --

Consequence

Like

lihoo

d


Major Resource IssuesMajor Resource Issues

Limited financing – funding before Limited financing – funding before initial contractinitial contract

Existing manufacturers meeting Existing manufacturers meeting our production needsour production needs

Adhering to the scheduleAdhering to the schedule Acquiring necessary staff and Acquiring necessary staff and

expertsexperts


Monetary FeasibilityMonetary FeasibilityCost per UnitCost per Unit

Terminals (5)Terminals (5)

ServerServer

SoftwareSoftwareNetworking Networking ComponentsComponents

Cost: $75,000

+ $2,000 per additional terminal


Customer-Operated Kiosk Customer-Operated Kiosk Market DataMarket Data

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Forum/Expert FeedbackForum/Expert Feedback

Of 550 people surveyed, 85% Of 550 people surveyed, 85% would go to a store if a A.S.K. was would go to a store if a A.S.K. was availableavailable

Managers at Radio Shack, Best Managers at Radio Shack, Best Buy, and Office Max expressed Buy, and Office Max expressed interest in a product that would interest in a product that would provide the functionality of A.S.K.provide the functionality of A.S.K.


A.S.K. will greet Anne positivelyA.S.K. will greet Anne positively Anne wants a positive connectionAnne wants a positive connection A.S.K. will record Anne’s needs, A.S.K. will record Anne’s needs,

wants or problemswants or problems Inform AnneInform Anne Invite Anne back with incentivesInvite Anne back with incentives


ConclusionConclusion

Poor customer service is a Poor customer service is a problemproblem

A.S.K. will:A.S.K. will: Improve customer’s in-store Improve customer’s in-store

experience experience Help the store better meet customer Help the store better meet customer

needsneeds


Backup 1: Backup 1: Reasons Businesses FailReasons Businesses Fail

10. Over-expansion. The need to get there first or to demonstrate revenue growth to anxious investors leads businesses to grow too fast.9. Poor Capital Structure. Companies take on too much debt… Enough said!8. Failure to Control the Controllable Costs. Businesses spend down the initial cash before it is flowing in at a positive rate.7. Failure to Prepare for Volatility of Uncontrollable Costs. For example, energy, materials, labor, or insurance.6. Add New Products or Divisions that Drag Down the Profitable Ones5. Poor Internal Controls and Execution — customer service, accounting controls, theft, fraud4. Poorly Designed Business Model3. Reliance on Critical Financing that Dries Up2. Failure to Adapt to a Changing MarketAND THE #1 REASON? Management in Complete Denial…

Belmont University: Center for Entrepeneurship 09/22/2005 [http://forum.belmont.edu/cornwall/archives/003452.html ]


Backup 2: Backup 2: Estimated Cost Per UnitEstimated Cost Per Unit

Dell.com [http://www.dell.com] Tigerdirect.com[http://www.tigerdirect.com/applications/category/category_slc.asp?CatId=1449]

Cisco [http://www.cisco.com]

PricePrice

Network Switch (up to 24 ports)Network Switch (up to 24 ports) $550.00$550.00

Thin Client & Touch Screen Monitor (x5)Thin Client & Touch Screen Monitor (x5) $7,495.00$7,495.00

Server (x2)Server (x2) $10,000.00$10,000.00

Network Integration MaterialsNetwork Integration Materials $500.00$500.00

Unit Housing (x5)Unit Housing (x5) $1000.00$1000.00

Database License (MySQL)Database License (MySQL) Free!Free!

OverheadOverhead $60.00$60.00

Total CostTotal Cost $19,605.00$19,605.00

Added cost per additional thin client & touch screen Added cost per additional thin client & touch screen monitor (each)monitor (each)

$1,699.00$1,699.00


Backup 3: Backup 3: Monetary FeasibilityMonetary Feasibility

## Man Man MonthMonthss

SalarySalary

Project ManagerProject Manager 11 1010 $67,206.00$67,206.00

Marketing AnalystMarketing Analyst 11 1010 $28,000.00$28,000.00

Software EngineerSoftware Engineer 22 2020 $85,218.00$85,218.00

Hardware EngineerHardware Engineer 11 44 $15,629.00$15,629.00

Testing EngineerTesting Engineer 22 33 $21,304.00$21,304.00

Technical WriterTechnical Writer 11 11 $3,386.00$3,386.00

Legal Assistant/LawyerLegal Assistant/Lawyer 11 22 $12,647.00$12,647.00

Administrative StaffAdministrative Staff 22 1010 $24,109.00$24,109.00

Total Development CostTotal Development Cost $388,130.00$388,130.00

Salary.com Average National Salaries [http://www.salary.com/]


Backup 4: Backup 4: Kiosk AcceptanceKiosk Acceptance

JBS Interactive [http://www.jbsinteractive.com/opportunities.html]


Backup 5:Backup 5:Competition MatrixCompetition Matrix


Backup 6:Backup 6:ScopeScope


Backup 7:Backup 7:Forum ResultsForum Results

Would you use A.S.K.? Would you use A.S.K.? 85% of respondents (n = 550) said YES85% of respondents (n = 550) said YES

Respondent TestimonialsRespondent Testimonials “ “ You could change the way stores work forever You could change the way stores work forever

with an idea like this. It's awesome.”with an idea like this. It's awesome.” ““I think the best part is the item location in the I think the best part is the item location in the

store. I've had countless times when I went into a store. I've had countless times when I went into a best buy or circuit city already knowing exactly best buy or circuit city already knowing exactly what I wanted, but then had to spend like 30 what I wanted, but then had to spend like 30 minutes finding it. The sales reps are sometimes minutes finding it. The sales reps are sometimes helpful with this, but you can't expect them to helpful with this, but you can't expect them to know the exact location of everything, and this know the exact location of everything, and this method would be much quicker and not waste a method would be much quicker and not waste a sales rep's time.”sales rep's time.”


Backup 8:Backup 8:Time FeasibilityTime Feasibility

20052005 20062006

SepSep..

Oct.Oct. Nov.Nov. Dec.Dec. Jan.Jan. Feb.Feb. Mar.Mar. AprApr..

MayMay

Concept Concept DevelopmentDevelopment

2 months2 months

Research & Research & DevelopmentDevelopment

6 months6 months

ConstructionConstruction 4 months4 months

TestingTesting 3 months3 months

ImplementatioImplementationn

2 months2 months

automated service kiosk (a.s.k.)

Documents

red group

low customer

customer of salescouponscs

prospective customer

customer factsitesgrads

automated service

bad customer experience

bad experience